WGU D077 Concepts in Marketing, Sales,
and Customer Contact Exam Latest 2025
business to consumer (B2C) - CORRECT ANSWER-Sales directly to the individuals who
consume a finished product
business-to-business (B2B) - CORRECT ANSWER-Sales to another company that
consumes the product or services as part of operating the business or uses the product in the
assembly of the final product it sells to consumers
,business-to-consumer (B2C) - CORRECT ANSWER-Sales directly to the individuals who
consume a finished product for personal use
Buyers - CORRECT ANSWER-Individuals at an organization who are responsible for the
purchase contract, often a purchasing department
buying center - CORRECT ANSWER-Group of decision makers for a purchase by an
organization
Channel conflict - CORRECT ANSWER-When a company sells products directly to
consumers, in competition with the company's own channel partners
A/B testing - CORRECT ANSWER-A marketing experiment where two variants of a
campaign are tested to see which one is most effective
Accommodation - CORRECT ANSWER-Style of handling conflict focused on empathy
over self-interest
Adaptive selling - CORRECT ANSWER-Using social styles to customize a sales approach to
the specific customer
,administered vertical marketing system - CORRECT ANSWER-Cooperation between
levels of a distribution channel where one member sets the terms due to its size and influence
advertising - CORRECT ANSWER-Paid form of nonpersonal promotion
amiable - CORRECT ANSWER-People with this social style want to know "why"
analytical - CORRECT ANSWER-People with this social style want to know "how"
artificial intelligence - CORRECT ANSWER-Intelligent machines (computers) capable of
learning and interacting
attitudes - CORRECT ANSWER-Positive, negative, or ambivalent evaluation of people,
objects, event, activities, ideas, or anything else in the environment
attributes - CORRECT ANSWER-Characteristics that define a product and will influence
the customer's purchase decision
Avoidance - CORRECT ANSWER-Style of handling conflict with little empathy or self-
interest
, B2B sales - CORRECT ANSWER-Sales to another company that consumes the product or
services as part of operating the business or uses the product in the assembly of the final
product it sells to consumers
Bait and switch - CORRECT ANSWER-Fraudulent practice where an advertised product is
unavailable so a customer is guided to a more expensive one
Bargaining power of buyers - CORRECT ANSWER-One of Porter's Five Forces—the power
of customers to drive down prices if supply exceeds demand
Bargaining power of suppliers - CORRECT ANSWER-One of Porter's Five Forces—the
power of suppliers when there are few alternative sources for the products' components
Bargaining - CORRECT ANSWER-The fourth phase in the negotiation process, where the
parties seek an agreement
BCG Matrix - CORRECT ANSWER-Planning tool which uses a quadrant to map the
strategic position of a business brand based on the brand's market share and the market's
growth potential
behavioral observation - CORRECT ANSWER-Primary marketing research technique
involving formal or informal observation of customers and noncustomers
and Customer Contact Exam Latest 2025
business to consumer (B2C) - CORRECT ANSWER-Sales directly to the individuals who
consume a finished product
business-to-business (B2B) - CORRECT ANSWER-Sales to another company that
consumes the product or services as part of operating the business or uses the product in the
assembly of the final product it sells to consumers
,business-to-consumer (B2C) - CORRECT ANSWER-Sales directly to the individuals who
consume a finished product for personal use
Buyers - CORRECT ANSWER-Individuals at an organization who are responsible for the
purchase contract, often a purchasing department
buying center - CORRECT ANSWER-Group of decision makers for a purchase by an
organization
Channel conflict - CORRECT ANSWER-When a company sells products directly to
consumers, in competition with the company's own channel partners
A/B testing - CORRECT ANSWER-A marketing experiment where two variants of a
campaign are tested to see which one is most effective
Accommodation - CORRECT ANSWER-Style of handling conflict focused on empathy
over self-interest
Adaptive selling - CORRECT ANSWER-Using social styles to customize a sales approach to
the specific customer
,administered vertical marketing system - CORRECT ANSWER-Cooperation between
levels of a distribution channel where one member sets the terms due to its size and influence
advertising - CORRECT ANSWER-Paid form of nonpersonal promotion
amiable - CORRECT ANSWER-People with this social style want to know "why"
analytical - CORRECT ANSWER-People with this social style want to know "how"
artificial intelligence - CORRECT ANSWER-Intelligent machines (computers) capable of
learning and interacting
attitudes - CORRECT ANSWER-Positive, negative, or ambivalent evaluation of people,
objects, event, activities, ideas, or anything else in the environment
attributes - CORRECT ANSWER-Characteristics that define a product and will influence
the customer's purchase decision
Avoidance - CORRECT ANSWER-Style of handling conflict with little empathy or self-
interest
, B2B sales - CORRECT ANSWER-Sales to another company that consumes the product or
services as part of operating the business or uses the product in the assembly of the final
product it sells to consumers
Bait and switch - CORRECT ANSWER-Fraudulent practice where an advertised product is
unavailable so a customer is guided to a more expensive one
Bargaining power of buyers - CORRECT ANSWER-One of Porter's Five Forces—the power
of customers to drive down prices if supply exceeds demand
Bargaining power of suppliers - CORRECT ANSWER-One of Porter's Five Forces—the
power of suppliers when there are few alternative sources for the products' components
Bargaining - CORRECT ANSWER-The fourth phase in the negotiation process, where the
parties seek an agreement
BCG Matrix - CORRECT ANSWER-Planning tool which uses a quadrant to map the
strategic position of a business brand based on the brand's market share and the market's
growth potential
behavioral observation - CORRECT ANSWER-Primary marketing research technique
involving formal or informal observation of customers and noncustomers
